Chip Shot JAN 2015

Telephone Etiquette - Frenchman’s Way Phone rings

Pick up the phone within 3 rings (no matter which dept. you are in)

Smile (Always welcome the call, don’t sound rushed or disturbed)

Use proper greeting For Example:

Good Morning, Thank you for calling Frenchman’s Creek, (state the department), this is (state your name), How may I assist you?

When the call is for your co worker

Taking a message  Let the caller know that your co- worker has stepped away from his/her desk and you would be happy to take a message for him/her.  Make sure to deliver this message to your co-worker

message?” Transferring Procedures

is XXX Holding procedures

 Ask for the Caller’s permission to transfer, and wait for his response, “May I transfer you?” ( Please make sure the caller always knows that he is going to be transferred)  M a k e s u r e y o u r c o - worker/employee is available on the other line to receive the call. Transfer Example: “May I transfer you to his extension?” The extension number

 Ask for the caller’s permission and wait for his response, “May I place you on Hold?” (Please make sure the caller always knows that he is going to be placed on hold).  Please do not place the caller on hold for more than 30 seconds! Holding Example: “I will be happy to find out for you. May I place you on hold while I look

Message Example: “John has stepped away from his desk. Would you like to leave a

AT&T Voice DNA QUICK REF. GUIDE

HOLD To place a call on hold: 

Press the hold button

To reconnect with the call:



 Press the “RESUME” soft key (see in your display)

TRANSFER To announce a call to another extension:  Press the “Transfer” soft key  Enter destination number  Speak with receiving party to announce the call  Press the “Transfer” soft key a second time FORWARD THHE PHONE forward the phone manual to an extension or phone number to forward:  *72 NUMBER and the destination number push dial to cancel forward  *73 and the destination number push dial